Front Desk Agent

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent for the Courtyard by Marriott in Nanaimo, BC !

Job Purpose

Responds in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services. Responds to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations
• Be friendly, thorough, accurate and efficient in performing Check‑ins
• Be friendly, thorough, accurate and efficient in performing Check‑outs
• Assist guests with luggage upon their arrival to and departure from the hotel
• Use the guests’ names
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Handle messages, wake‑up calls, mail, and faxes properly
• Assist guests’ with laundry / dry cleaning needs
• Know of incoming VIPs
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co‑workers
• Be self‑motivated and use time wisely
• Maintain open line of communications with each department
• Communicate pertinent information
• Respond positively to new ideas
• Openly accept critical / developmental feedback
• Maintain effective communication through the use of meetings, log books and bulletins
• Be available to help other departments in emergency situations
• Adheres to all work rules, procedures and policies established by the company, including but not limited to those contained in the associate handbook.
• Safety and Security Skills
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Aggressively seek and react to opportunities to sell rooms, including re‑rents, and last rooms available
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re‑stock and sell pantry items
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Have full understanding of franchise honors program
• Ensure all customers establish credit upon check‑in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures :
• Verifies all information on reservations check‑in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements

High School diploma / Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following

Other

Amazing Benefits At A Glance

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